A method, a system, and computer readable medium comprising instructions for monitoring caller experience in a call flow are provided. The method comprises collecting at least one selection by at least one caller in a call flow, generating performance analysis of a voice response system, combining the at least one selection and the performance analysis into a set of data, applying a monitoring formula to the set of data to form a result representing caller experience; and presenting the result to at least one service provider.
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1. A method, comprising: collecting, by a selection system, at least one selection by at least one caller in a call flow comprising a plurality of steps; combining, by a caller experience monitoring system comprising at least one processor, the at least one selection and a performance analysis into a set of data; applying, by the caller experience monitoring system, a monitoring formula to the set of data to form a result representing caller experience for each step of the call flow; generating, by a performance tuning system comprising the at least one processor, performance analysis of a voice response system, wherein the performance tuning system comprises at least one tuning analysis report generated based on caller information in a database; combining, by the caller experience monitoring system, the at least one selection summary and the at least one tuning analysis report to form a set of data files; and presenting the result in a monitoring call flow to at least one service provider, wherein presenting the result comprises presenting at least one color rating of the caller experience in the monitoring call flow.
A system monitors caller experience in a voice response system (IVR) call flow. It collects caller selections at each step of the call flow, which consists of multiple steps. It also analyzes the performance of the voice response system using caller information from a database to create tuning analysis reports. The system combines caller selections and performance analysis into a data set. A formula is applied to this data to generate a result representing caller experience for each step. This result, displayed as a color rating (red, yellow, green), is presented to a service provider in a monitoring call flow, indicating the quality of the caller's experience.
2. The method of claim 1 , wherein the monitoring formula comprises a set of metrics for measuring the caller experience for each step of the call flow.
The method described previously, where caller experience in a voice response system is monitored, uses a monitoring formula that consists of a set of metrics. These metrics are designed to measure the caller experience at each step of the call flow. The overall goal is to quantify the caller's satisfaction or frustration at each point in the interaction.
3. The method of claim 2 , wherein applying a monitoring formula to the set of data comprises at least one of: identifying at least one criterion for the set of metrics; and assigning at least one value to each of the at least one criterion, wherein the at least one value is one of a full value or a half value.
The method of monitoring caller experience using metrics, as described previously, involves defining criteria for those metrics and assigning values to each criterion. The values can be either a full value or a half value, likely representing the relative importance or impact of that specific criterion on the overall caller experience. This value assignment is part of applying a monitoring formula to the collected data.
4. The method of claim 3 , further comprising at least one of: assigning a range of values to at least one color rating of each of the at least one criterion; dividing the range of values into at least one sub-range; and assigning a sub-rating to each of the at least one sub-range.
The method of monitoring caller experience, described previously, refines the assessment by assigning a range of values to each color rating (e.g., red, yellow, green) for each criterion. This range of values is further divided into sub-ranges, and each sub-range is assigned a sub-rating. This allows for a more granular evaluation of the caller experience, mapping specific data points to levels of satisfaction or dissatisfaction within each color category.
5. The method of claim 4 , wherein the at least one color-rating is one of a red color-rating, a green color-rating, or a yellow color-rating.
In the caller experience monitoring method with color ratings, as described previously, the color ratings used to represent caller experience are red, green, and yellow. Red indicates a negative experience, green a positive one, and yellow a neutral or questionable experience. These color ratings are used to visually communicate the assessment of caller experience.
6. The method of claim 4 , wherein dividing the range of values into at least one sub-range comprises dividing the range of values into five sub-ranges.
The method of monitoring caller experience with sub-ranges, as described previously, divides the range of values for each color rating into five sub-ranges. This further refines the granularity of the assessment, allowing for a more nuanced representation of the caller's experience within each color category (red, yellow, green).
7. The method of claim 4 , further comprising calculating an overall caller experience for the monitoring formula based on the at least one criterion.
Building on the caller experience monitoring method, the system calculates an overall caller experience score based on the defined criteria. This aggregated score provides a single, comprehensive measure of the caller's satisfaction across the entire call flow, based on the individual criteria being assessed.
8. The method of claim 7 , further comprising assigning at least one color rating to the overall caller experience, wherein the at least one color rating comprises a red color-rating, a green color-rating, and a yellow color-rating.
In the method for monitoring caller experience, an overall color rating (red, yellow, green) is assigned to the calculated overall caller experience score. This provides a simple visual representation of the aggregate caller experience, summarizing the overall satisfaction level.
9. The method of claim 8 , wherein a green color-rating represents that the at least one caller experience great customer satisfaction.
Within the color-coded system for caller experience, a green color rating specifically indicates that the caller experienced great customer satisfaction during their interaction with the voice response system.
10. The method of claim 8 , wherein a yellow color-rating represents that the at least one caller has serious questions about customer satisfaction.
Within the color-coded system for caller experience, a yellow color rating signifies that the caller has serious questions about customer satisfaction. This suggests potential issues or areas for improvement in the call flow.
11. The method of claim 8 , wherein a red color-rating represents that the at least one caller experience has been seriously impacted.
Within the color-coded system for caller experience, a red color rating indicates that the caller's experience has been seriously impacted, signaling a significant problem within the call flow that requires attention.
12. The method of claim 4 , further comprising at least one of: assigning the sub-rating to each of the at least one criterion based on the set of data; and calculating a weight for each of the at least one criterion based on the at least one value and the sub-rating.
In the method of monitoring caller experience that uses sub-ranges, a sub-rating is assigned to each criterion based on the collected data. A weight is then calculated for each criterion based on the initial value (full or half) and the assigned sub-rating. This weighting allows for adjusting the relative impact of each criterion on the overall experience score.
13. The method of claim 12 , wherein calculating a weight for each of the at least one criterion comprises multiplying the at least one value by the sub-rating.
The method for calculating a weight for each criterion involves multiplying the assigned value (full or half) by the sub-rating. This product represents the weighted contribution of that specific criterion to the overall caller experience score.
14. The method of claim 12 , further comprising at least one of: calculating a total weight by totaling the weight for each of the at least one criterion; and dividing the total weight by a number of calls through each step of the call flow to form the result.
To calculate the final caller experience result, the system calculates a total weight by summing the weights for all criteria. Then, the total weight is divided by the number of calls through each step of the call flow. This normalization accounts for varying call volumes at different points in the call flow, ensuring a more accurate representation of caller experience.
15. The method of claim 1 , wherein presenting the result to at least one service provider comprises presenting at least one color rating of the overall caller experience in a Web interface.
The method of presenting the caller experience result to a service provider involves displaying at least one color rating (red, yellow, green) of the overall caller experience within a web interface. This provides a readily accessible and easily interpretable view of caller satisfaction levels.
16. A system, comprising: a voice response system comprising at least one processor programmed to execute a plurality of call flow steps and to collect at least one selection by at least one caller; a voice or dial selection system comprising the at least one processor programmed to provide at least one selection at at least one of the steps to the at least one caller; and a caller experience monitoring system comprising the at least one processor programmed to: combine the at least one selection and a performance analysis into a set of data; utilize the set of data to form a result that represents a caller experience for each step of the call flow; and present the caller experience; a performance tuning system comprising the at least one processor programmed to generate performance analysis of the voice response system, wherein the performance tuning system comprises at least one tuning analysis report generated based on caller information in a database; wherein the caller experience monitoring system is operable to combine the at least one selection summary and the at least one tuning analysis report to form a set of data files; wherein the caller experience monitoring system is operable to present the result in a monitoring call flow to at least one service provider, wherein the presentation of the result comprises a presentation of at least one color rating of the caller experience in the monitoring call flow.
A system for monitoring caller experience includes a voice response system (IVR) that executes call flow steps and records caller selections. A selection system provides the caller with options at each step. A monitoring system combines these selections with performance analysis to calculate and present a caller experience rating (color-coded) for each step. A performance tuning system generates performance analysis reports based on caller data. The monitoring system then combines selection summaries and tuning analysis reports. This results in a color-coded view of caller experience presented to service providers.
17. The system of claim 16 , wherein the voice or dial selection system comprises at least one selection summary comprising a summary of selections made by the at least one caller.
The caller experience monitoring system, which uses voice or dial selections, incorporates a selection summary. This summary compiles the selections made by callers, providing an overview of the choices made during the call flow.
18. The system of claim 16 , wherein the caller experience monitoring system is operable to present the result in a Web interface.
The caller experience monitoring system, as previously described, presents its results in a web interface. This makes the data and analysis readily accessible to service providers for review and action.
19. A non-transitory computer readable medium comprising instructions executable by at least one processor that, when executed, cause the at least one processor to perform: collecting at least one selection by at least one caller in a call flow comprising a plurality of steps; combining the at least one selection and a performance analysis into a set of data; applying a monitoring formula to the set of data to form a result representing caller experience for each of the plurality of steps; generating performance analysis of a voice response system using at least one tuning analysis report generated based on caller information; combining the at least one selection summary and the at least one tuning analysis report to form a set of data files; and presenting the result in a monitoring call flow to at least one service provider, wherein presenting the result comprises presenting at least one color rating of the caller experience in the monitoring call flow.
A computer-readable medium stores instructions for monitoring caller experience. These instructions, when executed, cause a processor to collect caller selections during a call flow, combine these selections with performance analysis, and apply a monitoring formula to calculate a caller experience score for each step. The processor generates voice response system performance analysis using reports based on caller information, and combines selection summaries and tuning analysis reports. Finally, it presents the results to a service provider as a color rating in a monitoring call flow.
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February 20, 2013
April 18, 2017
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